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Disability Etiquette - Working with Colleagues and Clients Who Have Disabilities

In the workplace there are advantages and disadvantages to disclosing a disability. Learn how to work with colleagues and clients who have a disability. A third of people surveyed said they avoid people with disabilities for fear of saying the wrong thing; as a result, many people hide their disabilities to avoid awkwardness.

Disability Etiquette - Working with Colleagues and Clients Who Have Disabilities

1.
Disability
Etiquette
John McNabb
Working with Colleagues and Clients
Who Have Disabilities

2.
About this talk
This talk is a collection of notes, ideas, and
anecdotes about people with disabilities.
Some of the ideas may contradict each other,
because they represent various points of view.

3.
Who are PwDs?
PwDs (People with Disabilities) are us. PwDs are
the largest minority group, and make up a cross-
section of society. Odds are we will all experience a
disability during our lifetime, at least one that is
temporary or age-related.

4.
We’ll all experience a disability
at some point
Microsoft’s “Persona
Spectrum” infographic
illustrates that each of
the various disabilities
(touch, see, hear, speak)
can be experienced in a
way that is permanent,
temporary, or situational.

5.
Disability Definition
A disability is a mismatch between a person’s
abilities and their environment.
Human traits + environment = disability
This is often misunderstood
by the general public.

6.
People-first language
Disability literature often promotes people-first
language, which:
• recommends you say
“a person with a disability”,
not “a disabled person”
• is based on the idea that
someone is a unique
person, and is not defined
by their disability

7.
People-first language
There are also arguments against people-first
language, for example:
• Some feel it’s too formal
- and can make language
awkward, discouraging
open discussion. So it
might be better to just
refer to someone as a
“blind person” or
“deaf person”.

8.
Identity-first language
Unlike people-first language, identity-first language
describes a person as “disabled”.
Some people prefer this
because it emphasizes
that they are disabled
by a society that does not
accommodate them.

9.
Social Model vs. Medical Model
Lisa Egan, a wheelchair user, promotes the Social
Model of Disability. She says she is disabled by a
society that places social, attitudinal and
architectural barriers in her way.
“Most people look at the word
‘disabled’ and assume it
means ‘less able.’ It doesn’t.
It means ‘prevented from
functioning.’”
– Lisa Egan

10.
Social Model vs. Medical Model
The Medical Model of Disability
is the idea that a person is
prevented from functioning
in society by their body or
brain, so society is not
responsible for any barriers
they might experience.

11.
Social Model
The Social Model of Disability
is the idea that people are disabled
by barriers in society, so the onus
is on society to remove those barriers,
to form a more
inclusive society.
That also includes
more opportunities
for employment.

12.
Medical Model
The Medical Model of Disability is the idea
that people who don’t have “normal” bodies
can’t be part of mainstream society,
and may not be able to work jobs
without accommodations,
so they should be
compensated with
special welfare benefits
and services.

13.
Invisible disabilities
Invisible disabilities are disabilities which may not
be obvious to others.
They can be met with a general lack
of empathy, which can lead to
arguments over things
like parking spaces.

14.
Invisible disabilities
Amber Gillett was born with brittle bone disease
and can’t walk long distances. She has an
accessible parking permit on her car, and
sometimes she is treated quite rudely by strangers
who think she’s faking.
Lesson: You can’t
always tell if a person
has a disability just by
looking at them.

15.
Curb Cut Effect
A curb cut is a wedge cut into a sidewalk curb to
allow wheels to roll up onto the sidewalk.
The “Curb Cut Effect” refers to
the idea that making things
accessible helps everyone.
Many tools or practices
originally developed to help
PwDs have been found to
be useful for everyone.

16.
Curb Cut Effect
Although curb cuts were originally designed
to assist wheelchair users, people today
find them useful for strollers, carts,
or just carrying groceries.
This is the “curb cut effect” –
the idea that universal design
elements are helpful to
everyone, not just PWDs.
As a result, curb cuts are
no longer considered an
assistive technology.

18.
Examples of Curb Cut Effect
Examples of the curb cut effect include:
• Audiobooks - originally made for blind readers,
now a time-saving convenience for all

19.
Examples of Curb Cut Effect
Examples of the curb cut effect include:
• Closed Captions on TV - originally for deaf or
hard of hearing viewers, now convenient for
watching TV at a low volume, and for watching
shows with strong accents or slang

20.
Examples of Curb Cut Effect
Examples of the curb cut
effect include:
• Electric toothbrush –
originally designed
for people with
limited motor skills
or braces

21.
Examples of Curb Cut Effect
Examples of the curb cut effect include:
• Kitchen utensils with large
handles - originally designed
for people with arthritis or
limited hand functions,
now preferred by
mainstream customers
for comfort

22.
International Disability Stats
More than a billion people are estimated
to live with some form of disability.
That is about 15% of the world’s population.
This figure is increasing through population
growth, medical
advances and the
ageing process.
(United Nations, 2011)

23.
International Disability Stats
In countries with life expectancies
over 70 years, individuals spend
on average about 8 years,
or 11.5 per cent of their life
span, living with disabilities.
(Disabled World, 2018)

24.
Attitudes toward PwDs
Scope, a disability charity in England researched
attitudes toward PwDs. Of people surveyed:
• 43% do not personally know anyone who is
disabled.
• 33% said that getting to know someone disabled
would make them feel more confident when
meeting a disabled person.
• 34% avoid disabled people, for fear of saying the
wrong thing.
• 66% said that they would worry about speaking
about disability in front of a disabled person, fearing
they would say something inappropriate.

25.
Hiding a disability
Of PwDs surveyed, 38% said they hide their
disability to avoid poor attitudes or awkwardness.

26.
End the Awkward
When relating to PwDs, Scope offers
advice on how to End the Awkward
in the form of a mnemonic - H.I.D.E:
• H: Say “Hi”
• I: Introduce yourself
• D: Don’t panic
• E: End the Awkward

27.
End the Awkward
“You can’t End the Awkward if
you’re not even having a
conversation with someone.
And think of all the great
work colleagues, mates
and possible dates
you’re missing out on!”
– Scope, a disability
charity in England

28.
Curiosity
Stranger in a bar: “Are you a Thalidomide baby?”
Courtney Gilmour: “Nope, I was just born like this!”
Courtney Gilmour, an amputee
comedian, was in a bar when
a man began chatting with her.
After a short introduction,
he asked her if she was a
Thalidomide baby, and asked
to watch her drink from her
glass.

29.
Curiosity
In an online article, Courtney
said that we should
normalize unconventional
bodies, and be less
fixated on how they
got that way.

30.
PwDs are Normal
Don’t use the word ‘normal’ to describe a person
without a disability - it makes PwDs sound
abnormal by comparison.
PwDs are normal - PwDs are us,
and it is normal for a section
of the population to have
disabilities.

31.
PwDs are Normal
Here are some better ways to refer to people
without disabilities…
• Someone who is not blind is a sighted person.
• Someone who is not deaf is a hearing person.
• Someone who does not have
a disability is non-disabled.
• Someone who is not autistic
is neurotypical.

33.
Ableism & Ableist Language
Ableism is discrimination and social prejudice
against people with disabilities.
Ableist language has been normalized
to such an extent, most people
using ableist language do so
without being aware of the
implication behind their words.

35.
Spoon Theory
Spoon theory is a disability metaphor created by
Christine Miserandino, who has Lupus.
According to the theory, a person with a chronic
illness has a finite number of spoons,
which represent units of energy.
These spoons must be rationed
to avoid running out before the
end of the day. Each activity costs
one spoon.

36.
Spoon Theory
In Miserandino’s example, she starts the day with 12
spoons. She begins using her spoons on the following
activities:
1. Not having slept well the night before
2. Have breakfast
3. Take a shower
4. Get dressed
5. Put on a sweater or shirt with
long sleeves if necessary
6. Feel bad for taking 2 hours to
get ready

37.
Spoon Theory
Now she is ready to leave for work, and she has
already used 6 of her 12 spoons. It is possible to
exceed one’s daily limit, but that means
borrowing from the future and may result
in not having enough spoons the next day.
She explains that she has to pace
herself every day, which can be
frustrating. Others don’t
understand what she
goes through.

38.
Amputees
Kyle Maynard, born without
full arms or legs, was the first
quadruple amputee to
ascend Mount Kilimanjaro
without the aid of prosthetics.

39.
Amputees
Perhaps surprisingly, the term “amputee” can refer to
someone who:
• has had a limb (or part of one) removed with surgery
• was born with a congenital amputation - this could be:
– missing a portion of a limb or the entire limb,
caused by a blood clot or other condition
OR
– missing a mid-portion of a limb –
primarily caused by the drug
thalidomide or from genetic
inheritance

40.
Amputees
Don’t assume that:
• anyone with short limbs was a thalidomide baby -
because thalidomide hasn’t been prescribed to
pregnant women since 1961. So anyone born
after 1961 likely inherited the condition genetically.
• an amputee has a cognitive
disability. Some people treat
amputees as though they
have a mental deficiency,
which is just insulting.

41.
Equality vs. Equity
In the above cartoon, three
guys of varying heights are
trying to watch a ballgame
over a fence.
• In the “Equality” panel,
they all have identical
boxes to stand on, but
it’s not enough for the
short guy to see over
the fence.
• In the “Equity” panel, the tallest guy has given his box to the
short guy (who now has two), so now all three of them can
see over the fence.

42.
Equality vs. Equity
Therefore: equality is
treating everyone the
same, but equity is
giving each person
what they need to
succeed – in the form
of an accommodation.

43.
Unique Abilities
In this cartoon, an official-looking gentleman faces
a lineup of various animals – including a bird,
monkey,
penguin,
elephant,
fish, seal,
and dog.

44.
Unique Abilities
He says “For a fair selection everybody has to take
the same exam: please climb that tree”.
This illustrates
that we all
have unique
abilities, and
can contribute
in different
ways.

45.
Don’t call PwDs inspirational
Dr. Frances Ryan says, “It’s time to stop calling disabled
people inspirational.” The idea that disability equals
inspiration reinforces two worrying perceptions:
1. A disability is automatically a terrible tragedy that
has to be overcome.
2. That whatever struggle or
success disabled people
experience, it’s simply a
means to make non-disabled
people feel good,
i.e. inspiration porn.

46.
Tips on working with PwDs
1. If a person appears to need help, ask them if
they want help, and ask how you can help.
2. When entering a room where a blind person is,
announce yourself - say hello, and mention
your name.
3. When speaking with a deaf person who has an
ASL interpreter, speak directly to the deaf
person, in a normal tone. Do not turn away or
cover your face while speaking.

47.
Tips on working with PwDs
4. Don’t touch a person’s wheelchair or other
equipment, because those things are an
extension of that person.
5. Don’t touch a person’s service animal without
first asking if it is okay to do so.
6. Don’t edit your speech - it’s ok to ask a blind
person if they saw the debate on TV, or to say
you’ll see them later.

48.
Tips on working with PwDs
7. Don’t pat a person on the head - this can appear
condescending. In this photo, Australian PM
Kevin Rudd pats a wheelchair user on the head,
during the
launch of
the National
Disability
Insurance
Scheme.

49.
Tips on working with PwDs
8. Don’t kneel down to talk to a person in a
wheelchair - this can also appear
condescending. One wheelchair user said,
“Don’t kneel down. You’ll hurt your back, and
you look stupid.”

50.
Customers with Disabilities - What
to Say
• Don’t get tripped up trying to say the right words
• Express to the customer that you want to help
• Ask the customer for information on how he or
she is struggling
• Assure the customer that you can solve
the issue together
• Speak to a customer
with a disability as you
would normally speak
to anyone

51.
Customers with Disabilities - What Not to Say
• Do not interrupt or finish sentences; wait until the
customer finishes talking
• After giving customer instructions, wait until they’re
ready before providing additional steps
• Anything accusatory (“You clicked the wrong button”)
• Avoid using the word just (“Just send an email to us”)
• Do not speak more loudly or
use a tone that sounds
patronizing
• Do not apologize
(for their disability)

52.
Customers with Disabilities - What You Can Say
• You may say “blind” or “deaf” when speaking with
people who have these disabilities
– Follow the lead of the person you’re speaking with
– Some people may object regardless
• Speak as you would normally, using everyday phrases
– “What do you see on the screen?”
– “Click the button”

53.
Whether to Disclose - Advantages
When a person is applying for a job, or has already
been hired, they may choose to disclose their
disability to their employer. There are possible
advantages, including:
• Human Resources can provide workplace
accommodations.
• Accommodation laws (like the ADA) can help
only if a candidate/employee speaks out.
• An employer may earn financial incentives (like
subsidies and tax breaks) for hiring PwDs.

54.
Whether to Disclose - Disadvantages
There are also possible disadvantages, including:
• Possibility that co-workers might find out
(although HR officers know it’s confidential).
• Concerns about being given less responsibility,
and not trusted to take on important projects.
• Employer may believe common myths, and
confuse learning and attention issues with
intellectual disabilities.

55.
Whether to Disclose -
Recommendations
Keep in mind the following recommendations:
• Utilize resources, like job coaches who can
provide on-site support.
• Know your rights at work and how anti-
discrimination laws can protect you.
• Don’t reveal a disability on a resume - it could
work against you.
• If you have a visible disability, put your
employer’s mind at ease early on, assuring them
that you have the skills to do the job.

56.
Where to learn more?
There are interesting threads on Twitter every day
– try searching for:
• #ableist
• #ableism
• #AbledsAreWeird